Pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work can be used to manage separate Capacity for Salesforce Chat and Case Service Channels.
Reference Article:
Check the following configurations using the pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work to manage separate Capacity for Salesforce Chat and Case Service Channels.
Case Service Channel:
Since Is Interruptible is set to true for Case Service Channel, we can assign separate capacity for it in the Presence Configuration.
Chat Service Channel:
Presence Status for Case and Chat Service Channels:
Presence Configuration:
Capacity is set to 1. This will be used for Chat since it is not interruptible.
Interruptible Capacity is set to 2. This will be used for Case since it is interruptible.
Output:
